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April 14, 2011

KnoahSoft Offers Call Center Supervisors Real-Time Silent Call Monitoring 24/7

By David Sims, TMCnet Contributing Editor

KnoahSoft (News - Alert), a vendor in the contact center industry, is offering a nice feature on their Harmony suite product -- real-time, web-based silent monitoring with screen capture that gives authorized users permission to listen to agent calls as they happen.

Calling it “Silent Monitoring with Screen Capture,” it’s a godsend for supervisors who want to pinpoint any agent trouble spots to take care of customer satisfaction in real time. The feature gives them the ability to stay “involved and in control” with agent interaction from anywhere in the world, which is pretty much what any supervisor would want.

The way KnoahSoft officers explain it, users can listen to live calls in progress via a dynamic web-based interface from anywhere in the world, bring up a real time view of agent information and call status and use it for live monitoring of calls, “with or without screen capture.”

As far as the screen capture feature goes, it’s engineered to let users enhance real time performance assessment capabilities by seeing what the agent sees and what tools they are using to provide services, company officials explain, adding that it also lets users conduct Q & A during live monitoring, deliver real-time feedback and “enhanc training and coaching programs.”

The tool also lets supervisors e-mail the call as a link and provide feedback comments, and provide e-mail feedback to the agent while the agent is actively on the call, should that be necessary in the interests of customer satisfaction.

It’s billed as a tool to let users create call handling thresholds to highlight problem calls that should be actively monitored, and gives them the ability to automatically force the call to be recorded, according to company officials, who say it also has flexible recording -- 100 percent, random, or on-demand.

Recently TMC (News - Alert) reported that KnoahSoft introduced their Harmony Suite, Contact Center Edition, billed by company officials as a modular, Web-based tool for IP-based contact centers, “built for VoIP from the ground up.”

It does all the basic things you’d expect a good product to do, supporting call recording, quality and performance management needs and initiatives, but company officials are marketing it as a way to help “build a collaborative work environment by giving all contact center constituencies – executives, managers, supervisors, QA specialists, coaches and agents – the information they need to do their jobs.”

David Sims is a contributing editor for TMCnet. To read more of David’s articles, please visit his columnist page. He also blogs for TMCnet here.

Edited by Chris DiMarco

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